The critique that flipped my morning routine upside down

My supervisor at the Denver call center told me I sounded robotic on every call, so I started writing one personal detail about each customer before dialing. It added 2 extra minutes per call but dropped my repeat calls by 30%. Does that kind of feedback actually stick with you, or do you need a bigger push to change?

1 comments

1 Comment

terry_walker16h ago

30% drop sounds like a gimmick. Maybe just learn your scripts better.